Channels
Expertflow CX provides integration with media channels including Facebook, WhatsApp, Twitter, Viber, Web-Chat, and SMS. For further details on each of the supported channels, follow the relevant links below:
Expertflow continues to add more digital channels in its list of supported media channels. You may develop your own chat channel following the Channel Connector Developer Guide.
Following are the CX supported digital channels and their capabilities.
Supported, Not Supported, Not Applicable
Capability | Description | Web Chat | SMS (Via SMPP) | SMS/MMS Via Twilio | (Social Media) | (Direct Message) | WhatsApp Via Dialog360 & Meta Cloud API | WhatsApp Via Twilio | Telegram | (Direct Message) | (Direct Message) | Twitter | Viber |
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Plain text | Plain text message in any supported language | ||||||||||||
Buttons Message | |||||||||||||
Video Message | |||||||||||||
Audio message | |||||||||||||
Image Message | |||||||||||||
File Message | |||||||||||||
URL Message | |||||||||||||
Gifs | |||||||||||||
Stickers | |||||||||||||
Structured Messages | Viber Keyboards, FB Message Templates | ||||||||||||
Emoji | |||||||||||||
Contact Message |
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Location Message | |||||||||||||
List Message | |||||||||||||
WebRTC | Initiate a WebRTC session between the customer and the agent. The WebRTC session is started in a separate browser tab. | ||||||||||||
Voice Notes | |||||||||||||
Carousal Message | Rich Media Messaging | ||||||||||||
Outbound Message Templates | For example, WhatsApp Template Messages for outbound, Viber Broadcast messages |
Email Capabilities
Following are the Email supported capabilities
Description | Support |
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Receive Incoming Emails | |
Send Reply to incoming Email | |
Send a new email to ongoing session’s customers only | |
Send outbound Email (to any customer) | |
Attachments supported in Incoming & Outgoing emails | |
Styling supported in Incoming & Outgoing emails | |
Signatures support (with dynamic Agent Details) | |
Email Thread with attachment | |
Reply at any level of Email Thread | |
Email Forwarding | |
Forward any level of Email Thread | |
Cc and Bcc support |
Channel Capabilities for Voice
Following are the Voice Channel capabilities
Expertflow CX offers the following voice and video interaction features. Using CX Voice, a business can:
Description | Support | |
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Receive inbound customer phone calls | ||
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Make Outbound Calls | ||
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Direct Transfer For Calls | ||
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Consult For Calls | ||
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Consult Transfer For Calls | ||
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Silent Monitoring For Calls | ||
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